Manager Customer Service
Resume:
Brooke M. Holguin
Leonardtown, MD 20650
Cell: 757-***-****
********@*****.***
Hands-On, Performance Process & Results-Oriented Food Management
Professional (General Manager) and Administrative Assistant with strong
skills in the following areas:
* Operations Management * Office Management * Profit & Loss
Responsibility
* Hiring & Motivating Staff Members * Developing and Implementing
Training Programs
* Increasing Customer Satisfaction * Accounting
HIGHLIGHTS OF QUALIFICATIONS
? Background encompasses extensive professional experience in Food
Service Management and Office Management in the following key positions of
responsibility: General Manager; Office Manager; Assistant Manager; Shift
Leader; Cashier.
? Strengths: Proven Leadership/managerial abilities (able to motivate
personnel to reach desired objectives); excellent
communication/interpersonal skills (able to develop positive relationships
with customers and employees); highly skilled at problem
identification/problem resolution; results-oriented.
EXPERIENCE
Arby's General Manager - Lexington Park, MD
? Managed all aspects of food service operations for the Lexington
Park, MD Arby's (profit and loss responsibility)
? Hired, trained, motivated, supervised, evaluated, scheduled and
terminated employees.
? Oversaw inventory control, ordering, food sanitation and quality
control of food products.
? Responsible for the daily accounting of monetary intake of the store.
? Recognized by the Franchise Manager as the number one store manager in
the region for store operational management and office management.
? Maintained excellent customer service by stressing "the customer
comes first" and instilling that belief to my employees.
? Reduced Food Waste Costs by 8% saving $960 a month in 2009 (compared
to 2008).
? Reduced the number of employees form 16 to 12, saving over $2,300 per
month in labor costs.
? Ensured that all OSHA and DHEC regulations were complied with,
passing all county and state mandated inspections.
? Promoted from Cashier to Shift Leader, to Assistant Manager, to
General Manager based on exemplary job performance.
EMPLOYMENT HISTORY
Mar 2007 - Aug 2010 KBK INC; Arby's Lexington Park, MD
Jun 2002 - Jun 2005 Maxam Catering and Dining Denver, CO
Dec 1996 - Feb 2000 KBK INC; Arby's Charlotte Hall, MD
REFERENCES
Professional: Bob Betlow, Arby's Franchise Manager for VA and MD, Tel:
Carlos Guevara, Arby's District Manager for SOMD, Tel: 301-
659-9231
Personal: Donald Ladouceur Retired USN, Logistics Engineer, Tel: 240-
434-3963
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